Head of MM Strategic Distributor Life New Business Case Management (all channels)

HEAD OF LIFE NEW BUSINESS CASE MANAGEMENT (all channels)

The Opportunity

The Head of Life New Business Case Management - is a leadership role requiring strong relationship building and leadership skills. Your focus will be to lead a team of case managers across the globe focused on delivering on all case management and operations for new business processing functions. You will be working closely with the Head of Account Management coordinating daily activities insuring faster outcomes for our Advisors. Your team will support complex case management work that must be done in an expeditious manner. This individual will set and execute the Case Manager service strategy, develop a short and long-term roadmap, determine measures of success, goals, driving accountability and utilize talent, data, and technology to bring the vision of a world-class advisor centric culture into practice.

This individual will be responsible for leading the department that has 5 Directors that each support a team of Case Managers/NB Operations associates. You will partner with Account Managers to ensure we are working on the right cases from a technical perspective, keeping Account Managers aware of status of the cases, while proactively working cases in ways that reduce cycle time. This leader will include ownership of all functions, with a focus on achieving efficiency, improved TAT’s and with a laser focus on advisor experience. You will be actively collaborating with global teams to include the new business team in MM India.

Leading the team, you will demonstrate accountability, agility, have a strong data driven mindset to ensure we meet our obligations to our field partners and have an ability to work collaboratively with the Account Managers and Underwriters to ensure we are meeting business needs and maintaining a financial professional first culture.

Collaborating with Global Leadership and staff as well as workforce management, the Head of Life New Business Case Management –will also coordinate daily production of work assigned to globally ensuring service and quality standards are met.

You will leverage your expertise to foster a high-performance culture and drive initiatives that enhance service delivery and client satisfaction. Equally important will be your ability to mentor and develop your team, ensuring that each member is equipped with the skills and knowledge necessary to excel in their roles.

By working closely with multiple stakeholders, including senior leadership, you will identify opportunities for process improvements and implement best practices to enhance operational efficiency. Your strategic vision will be crucial in shaping the future of the Case Management department, enabling it to respond effectively to the evolving needs of our advisors and clients.

You will be supporting our various distribution channels and new ones as we continue to grow and expand.

The Team

Each day, this team plays a key role collaborating with our Account Managers who directly interact with our distribution partners to enable families to protect their loved ones. The team has skills for highly technical processes, including case management, reissues, and conversions, tele-CMI performance, as well as business acceptance team and New Business Operations. You will exhibit effective communication skills and a passion of service excellence as well as a passion for our mission of helping more people protect the ones they love.

Members of the team are responsible for processing new business applications, completing contractual requirements and following various state regulations. This role maintains specialty knowledge and experience in advanced processes assisting in complex case resolution. The team is responsible for adhering to new business timelines, gaining a granular understanding of cases, establishing and documenting processes to support those needs. You will be developing strategies for your team, understanding unit cost drivers and are accountable for driving workflow consistency, innovation and discipline to ensure unit cost measures are met.

The team will work directly with Account Managers, who are the primary point of contact for aligned agency partnerships for all onboarding, service, and support issues across dedicated distribution channels for all new business. This role is a more technical role, working to ensure those cases are effectively moving through the new business process.

The role requires evening coverage at least 2 days a month, which may vary during year-end. 

The Impact

• Lead and manage a team of 5 Directors that each support a team of Case Managers/New Business Operations associates.
• Develop and execute a comprehensive case management service strategy aligned with organizational goals.
• Collaborate closely with Account Managers and Underwriters to streamline case processing and reduce cycle times.
• Drive operational excellence through data-driven decision-making, performance metrics, and continuous improvement.
• Ensure compliance with regulatory requirements and internal standards across all new business functions.
• Partner with global teams, including MM India, to coordinate daily production and maintain service quality.
• Support strategic initiatives such as new product releases, regulatory changes, and market expansions.
• Foster a culture of accountability, innovation, and advisor-centric service.

Qualifications

• Bachelor’s degree preferred or equivalent experience.
• At least 10 years of experience directly managing teams.
• 10+ years Life Insurance industry experience including strong distribution relationships.
• Complete understanding of the Life new business and underwriting process, and/or contractual expertise on Life applications.
• Ability to develop and focus on strategic goals while not losing sight of day-to-day needs and complexities.
• Ability to collaborate, negotiate, influence, build trust and maintain strong working relationships. 
• Candidates must have demonstrated experience making data-driven decisions in a fast-paced environment with a proven ability to quickly adjust to deliver a best-in-class customer experience.
• Exceptional verbal and written communication skills.
• Experience managing remote workforce ensuring collaboration, engagement, and productivity.
• Critical thinking skills to make business decisions impacting internal and external stakeholders. 
• Demonstrated ability to effectively navigate and successfully lead teams through an ever-changing environment.
• Demonstrates strong energy level and a passion for service and performance excellence. Provides and promotes a best-in-class service experience.

• Strong business acumen including knowledge of Company, products, and services. 
• Ability to effectively communicate pertinent processes, results, best practices, and expectations to business partners.
• Ability to work quickly and independently with strong attention to detail and sensitivity to deadlines. 
• Able to collaborate effectively with supporting business areas to seek options and resolve issues in a timely manner, respectful of procedures. 
• Ability to support team and business coverage needs – notably around peak business months and commission close dates. 

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.